Who we are
Kins Health is a modern physical therapy practice with a mission to restore the mobility and confidence of those suffering from chronic pain, surgery or injury. Our vision is to create the easiest way to find and stick with a physical therapy program. We combine the best of in-person/virtual care with the power of digital tools to drive matching, adherence and satisfaction. In building Kins, we have the potential to transform millions of patients' lives by broadening access to effective treatments for musculoskeletal (MSK) disorders, which impact half of all US adults.
About The Job
As a member of our customer experience team, you’ll deliver concierge-level service to our potential patients, active patients, as well as our physical therapists. You’ll directly engage, nurture, and onboard potential patients by explaining (and in some cases selling!) the Kins model, answering questions about insurance & benefits, matching them with a physical therapist, and scheduling their first appointment. You’ll also respond to inbound requests from existing patients, physicians, and other healthcare providers. Finally, you’ll be a key part of supporting our physical therapists - solving problems, answering questions, and helping to ensure that they have a positive experience working at Kins.
With empathy, compassion, and a passion for service, you’ll represent Kins in each and every interaction. You’ll be part of a team who prides themselves on solving problems, multi-tasking in a fast paced start-up environment, and working together to deliver an exceptional experience to all of our patients and physical therapists.
Responsibilities
- Interact with patients with empathy, compassion, and confidence through multiple channels, e.g., phone, text and email
- Navigate the Kins online system and roster of physical therapists to identify optimal and available physical therapists to match with potential patients
- Determine insurance coverage and effectively translate benefits & expected costs to patients
- Swiftly and effectively address or resolve patient needs covering a broad range of topics, from payment concerns to scheduling issues
- Collaboratively work with Kins leadership to develop lead generation and conversion strate
- gies to bring more prospective patients to Kins
- Partner with the technology, operations, and clinical team to translate customer insights into business improvements
- Communicate and collaborate clearly with all team members including physical therapists
- Demonstrate an openness to feedback and a desire to improve customer experience skills, processes, and tools
Relevant Experience
- At least 2 years experience in high touch customer or patient facing roles in an early-stage technology, healthcare or similar environment
- Strong communication skills, verbal and written
- Incredibly empathetic with strong active listening skills, yet able to maintain appropriate boundaries
- High proficiency in computer technology - typing, navigating online tools, and using multiple software systems at once. Experience working with customer service tools, e.g., Zendesk is a plus
- Bonus (but not required): Experience in healthcare
25-40 hours per week, $18 to $22 per hour
Must be based in the United States.
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What We Do
Kins is a modern physical therapy practice with a mission to restore the mobility and confidence of those suffering from chronic pain, surgery, or injury. 127 million adults in the United States suffer from musculoskeletal disorders. While physical therapy is proven to be an effective intervention for treating disorders, only 10% of patients who would benefit actually go to physical therapy and only 30% of patients complete their full plan of care. Kins provides a new physical therapy experience with convenient, 1:1 appointments delivered to the patient doorstep via in-home and virtual appointments.
